Mozilla Gives Employees the Freedom to Solve Problems While Maintaining Enterprise Data Governance and Privacy

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CUSTOMER STORY Mozilla Gives Employees the Freedom to Solve Problems While Maintaining Enterprise Data Governance and Privacy

“Mozilla is a privacy-focused organization,” said Tyler Downer, Senior Quantitative User Researcher at Mozilla. “User privacy is a company-wide focus. So we don’t collect sensitive data unless it is necessary, and we have a strict data retention policy of not keeping any PII that we collect in surveys beyond six months. We also abide by the product privacy rules, and those rules are applied company-wide using Alchemer.”

“Our IT department wrote a script using Alchemer that audited all the PII that Mozilla has collected across millions of our survey responses,” explained Tyler. “If there is any Survey PII out there, this script finds it and removes it.” This script that the IT department responses. created at Mozilla scrubbed PII from millions of survey results, reducing liability issues Our IT department while requiring limited human intervention. This works because Mozilla standardized wrote a script using on Alchemer as their feedback platform, creating a consistent pool of responses, Alchemer that regardless of who creates the survey. So a single script can be applied to the millions of survey responses automatically. audited all the PII that Mozilla has ABOUT MOZILLA ABOUT ALCHEMER collected across Mozilla makes browsers, apps, code and tools Founded in 2006, Alchemer puts feedback in millions of our that put people before profit. Established in 2003, the hands of the people who can take action, survey responses. guided by the Mozilla Manifesto, the Mozilla through the systems they use every day. We help Foundation believes the Internet is a global public customers make feedback core to their business. Tyler D., Quantitative User Researcher resource that must remain open and accessible With more than 15,000 customers, including Mozilla to all. The Foundation is also the sole shareholder some of the most trusted brands, Alchemer in the Mozilla Corporation, the maker of Firefox collects more than a million survey responses and other open source tools. Mozilla Corporation every day. To learn more, call Alchemer functions as a self-sustaining social enterprise – at 1.800.609.6480 or visit money earned through its products is reinvested www.alchemer.com today. into the organization. For more information, visit www.mozilla.org CUSTOMER STORY MOZILLA

Our main data collection platform. We chose Alchemer as our main data collection platform because we don’t need engineering skills to collect data. Tyler D., Quantitative User Researcher Mozilla

WHY ALCHEMER. EXPERIMENTING WITH ALCHEMER Mozilla, the non-profit creators of the Firefox web In 2017 Mozilla launched a new internal program browser, has about 60 employees using Alchemer for called Culture of Experimentation. This program gives everything from support to product satisfaction, product employees from around the company the chance to feedback, internal surveys, generating ideas and product create a business hypothesis and test it. Two to three improvements, and protecting privacy. times a year, 10 to 15 employees are paired with mentors. If their project requires some research, they “Getting surveys up and running fast, and then sharing are given a Alchemer account. More than half of those the data as we collect it, helps give stakeholders who participate in the Culture of Experimentation use preliminary feedback they can see using the built-in Alchemer in their project because they don’t need dashboards. Gathering and quickly reporting on data engineering skills to capture the data they need. It frees allows product management and engineering to see them to focus on what they’re trying to test, not on how. user response to new products and features in real time, allowing for rapid adjustments without the need for The Culture of Experimentation allows employees to dedicated analysts all the time. then take their experiments back into their everyday jobs, spreading the culture across the entire company INTEGRATED INTO DECISION-MAKING that everyone can experiment, not just user researchers. Alchemer is used throughout departments at Mozilla, including IT, marketing, and customer support. “We’ve USED ACROSS THE ORGANIZATION integrated the feedback we collect into our decision One of the main reasons that the IT department’s making,” added Tyler. “There’s a dedicated feedback script was so successful in eliminating PII was because form in the Firefox desktop and mobile browsers that Alchemer is Mozilla’s most used data collection platform. ask people if they are happy or sad. If they select one, Alchemer is used throughout departments at Mozilla, the system issues a follow-up question asking why.” The including IT, marketing, and customer support. Currently, responses help Mozilla better understand what works about 60 employees using Alchemer to gather and and what doesn’t, and why. integrate feedback in support, product satisfaction, product feedback, internal surveys, idea generation, Mozilla also uses surveys to target specific groups product improvements, data governance, and protecting of randomly selected users who provide insights on privacy. “Alchemer is used by such a large portion of product changes and their internet experience in the company, that standardization is easy,” said Tyler. general. Their responses feed into Product Management “This simplified applying data retention policies among and Engineering to help build product roadmaps, adjust multiple departments.” products, and improve user experiences. “We target users in smaller groups so we can respond and see how they feel about changes,” said Tyler.